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1. 发明申请

US20020175929A1 Monitoring system client with call center layout and design capabilities 审中-公开
标题翻译：监控系统客户端具有呼叫中心布局和设计能力
公开(公告)号：US20020175929A1
公开(公告)日：2002-11-28
申请号：US10080498
申请日：2001-08-01
申请人： MCI Communications Corporation
发明人： J. Wren Hunt , Wesley J. Atkinson
IPC分类号： G09G005/00 , H04M005/00
CPC分类号： G06F3/0481 , H04M3/51 , H04M3/5175 , H04M2201/42 , H04M2242/30 , Y10S715/969
摘要： A monitoring system monitors calling activity within a call center. The monitoring system includes a client program that may be run on a workstation. The monitoring system also includes a computerized tool for building a model of the call center's physical layout. The client program displays a graphical user interface that contains status information about agents in the call center and statistics regarding calling activity within the call center. The graphical user interface may depict a model of all or a portion of the call center's physical layout. A builder prepares a computerized model of the call center using the call center layout tool. The builder may use the call center layout tool to update the computerized model of the call center. Information about agents, supervisors, and business clients may be obtained from the graphical user interface.
摘要翻译：监控系统监视呼叫中心内的呼叫活动。监控系统包括可以在工作站上运行的客户端程序。监控系统还包括一个用于构建呼叫中心物理布局模型的计算机化工具。客户端程序显示图形用户界面，其中包含有关呼叫中心中代理的状态信息以及呼叫中心内有关呼叫活动的统计信息。图形用户界面可以描绘呼叫中心的物理布局的全部或部分的模型。建筑师使用呼叫中心布局工具准备呼叫中心的计算机化模型。构建器可以使用呼叫中心布局工具来更新呼叫中心的计算机化模型。有关代理，主管和业务客户端的信息可以从图形用户界面获得。

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